Customer Experience Associate 1

Overview

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

Responsibilities

The Customer Care Associate will provide prompt, accurate, and exceptional customer service by managing all inquiries and follow-ups in a timely manner while meeting or exceeding pre-defined department and company standards

• Handle all inbound/outbound phone calls and written communications from internal/external inquiries while maintaining a positive, empathetic and professional delivery.2. Manage and control internal/external escalated issues, identify when appropriate transfer needed to a Team Lead or Manager.3. Consistently meet the pre-defined department goals for calls per hour, average handle time, aux time, productivity and quality.4. Ability to learn and accurately navigate Customer Care applications (ECT, LifePro, Microsoft Word) to respond to customer inquiries and generate correspondence.5. Review and process tasks within pre-defined productivity and quality standards.6. Keep accurate policy records of customer interactions, transactions, comments and7. Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities8. Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Levels.

Qualifications

Education• High school diploma or equivalent• College preferred• ACS 100 preferredExperience/Knowledge• 3+ years of experience in a customer service/administrative related position• Knowledge of life insurance products• Life, Property and Casualty or Health insurance experience preferredSkills• Excellent communication skills, both verbal and written• Excellent attendance and punctuality• Ability to remain calm• Strong customer service skills• Analytical and technical skills• Strong organizational skills and ability to prioritize• Ability to work in fast paced environment• Detail oriented• Ability to work independently, as well as within a team environment• Effective decision making skills• Typing 50 WPM